AccountId: 011433970860
ContactId: a5b5325e-051b-4be9-a072-53f075effe0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199479 ms
Total Talk Time (AGENT): 45987 ms
Total Talk Time (CUSTOMER): 31527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a5b5325e-051b-4be9-a072-53f075effe0c_20250131T17:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I just need to verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help you with coverage. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number?
[CUSTOMER][NEUTRAL] 1,366,370.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[AGENT][POSITIVE] And if you give me your fax number I can send you a fax back with the complete benefit breakdown for you.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on hold while I get that fax sent over to you. I'll be right back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you.
[CUSTOMER][POSITIVE] All right, very good. Well, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good weekend and thanks for calling APL. Thank you, ma'am. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.